INTEGRATING A-CDM AND SERVQUAL FOR IMPROVED SERVICE QUALITY IN THE AVIATION INDUSTRY

Abstract

Airport collaborative decision-making (A-CDM) is a concept that aims to optimize decision-making processes, enhance air traffic flow management, and minimize aircraft taxi and turnaround times by integrating resources and operational data from airlines, airports, and air traffic management networks. The integration of A-CDM with the SERVQUAL model and Kano's model can improve service quality in the aviation industry, which can lead to increased customer satisfaction and loyalty, and ultimately, maximize profitability. Through the sharing of timely and accurate information among all stakeholders, including airlines, airports, air navigation service providers, and government agencies, A-CDM can streamline information sources, improve turnaround performance, enhance transparency in sequencing, predict take-off times dynamically, and enable business continuity planning. This paper proposes a research framework and system analysis methodology for using the SERVQUAL model and A-CDM network to improve aviation industry service quality. A qualitative study was conducted through surveys and direct observation in an airport terminal, which revealed that the improvement of serviceability in the aviation industry is crucial for aviation management, and aviation industry conformance is related to attractive service quality. The study concludes that integrating the SERVQUAL model and A-CDM network can contribute to increased operational efficiency, reduced delays, improved predictability, optimized resource utilization, and greater revenue.